What users are saying about
12 Ratings
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Score 8.1 out of 100
17 Ratings
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Score 8 out of 100

Likelihood to Recommend

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | TrustRadius Reviewer

Mitel Applications Suite

Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.8
Mitel Applications Suite
Agent dashboard
CloudTalk
7.8
Mitel Applications Suite
Validate callers
CloudTalk
7.5
Mitel Applications Suite
Outbound response
CloudTalk
8.0
Mitel Applications Suite
Call forwarding
CloudTalk
7.9
Mitel Applications Suite
Click-to-call (CTC)
CloudTalk
7.9
Mitel Applications Suite
Warm transfer
CloudTalk
7.7
Mitel Applications Suite
Predictive dialing
CloudTalk
7.4
Mitel Applications Suite
Interactive voice response
CloudTalk
7.7
Mitel Applications Suite
REST APIs
CloudTalk
7.7
Mitel Applications Suite
Call scripts
CloudTalk
7.7
Mitel Applications Suite
Call tracking
CloudTalk
7.8
Mitel Applications Suite
Multichannel integration
CloudTalk
7.8
Mitel Applications Suite
CRM software integration
CloudTalk
8.0
Mitel Applications Suite

Workforce Optimization (WFO)

CloudTalk
7.8
Mitel Applications Suite
Inbound call routing
CloudTalk
8.0
Mitel Applications Suite
Omnichannel inbound routing
CloudTalk
7.6
Mitel Applications Suite
Recording
CloudTalk
7.8
Mitel Applications Suite
Quality management
CloudTalk
8.1
Mitel Applications Suite
Call analytics
CloudTalk
8.1
Mitel Applications Suite
Historical reporting
CloudTalk
7.9
Mitel Applications Suite
Live reporting
CloudTalk
7.8
Mitel Applications Suite
Customer surveys
CloudTalk
7.5
Mitel Applications Suite
Customer interaction analytics
CloudTalk
7.8
Mitel Applications Suite

Cloud PBX

CloudTalk
Mitel Applications Suite
8.1
Hosted PBX
CloudTalk
Mitel Applications Suite
8.1
Multi-level Interactive Voice Response (IVR)
CloudTalk
Mitel Applications Suite
8.2
User templates
CloudTalk
Mitel Applications Suite
7.9
Call reports
CloudTalk
Mitel Applications Suite
7.2
Directory of employee names
CloudTalk
Mitel Applications Suite
9.2

Call Management

CloudTalk
Mitel Applications Suite
9.1
Answering rules
CloudTalk
Mitel Applications Suite
9.4
Call recording
CloudTalk
Mitel Applications Suite
9.2
Call park
CloudTalk
Mitel Applications Suite
8.9
Call screening
CloudTalk
Mitel Applications Suite
9.0
Message alerts
CloudTalk
Mitel Applications Suite
9.0

VoIP system collaboration

CloudTalk
Mitel Applications Suite
9.1
Video conferencing
CloudTalk
Mitel Applications Suite
8.8
Audio conferencing
CloudTalk
Mitel Applications Suite
8.5
Video screen sharing
CloudTalk
Mitel Applications Suite
9.3
Instant messaging
CloudTalk
Mitel Applications Suite
10.0

Mobile apps

CloudTalk
Mitel Applications Suite
8.5
Mobile app for iOS
CloudTalk
Mitel Applications Suite
9.0
Mobile app for Android
CloudTalk
Mitel Applications Suite
8.1

Pros

CloudTalk

  • Ease of use.
  • Ease of setup.
  • Usability.
Anonymous | TrustRadius Reviewer

Mitel Applications Suite

  • Call reporting
  • Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
  • Integrated with our email system.
Anonymous | TrustRadius Reviewer

Cons

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
Anonymous | TrustRadius Reviewer

Mitel Applications Suite

  • It would be nice if they had more documentation on how to do things within the system that was easier to find.
  • The software has so many features that it can be overwhelming.
Anonymous | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 4 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | TrustRadius Reviewer

Mitel Applications Suite

No score
No answers yet
No answers on this topic

Support Rating

CloudTalk

CloudTalk 7.8
Based on 10 answers
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
Stanislav Bouda | TrustRadius Reviewer

Mitel Applications Suite

Mitel Applications Suite 8.8
Based on 4 answers
Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.
Steve Davis | TrustRadius Reviewer

Alternatives Considered

CloudTalk

Aircall is really expensive for the same functionality and Freshcaller was just impossible to work with and really bad service. Both also don't have a good freemium tier like this does.
Anonymous | TrustRadius Reviewer

Mitel Applications Suite

In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management
Kenneth Harrington-Colon | TrustRadius Reviewer

Return on Investment

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
Anonymous | TrustRadius Reviewer

Mitel Applications Suite

  • Efficient, easy to use conference system for better communication
  • Useful mobile app to allow employee presence while out of office.
  • Global directory removed the need for employees to maintain one.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Mitel Applications Suite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Mitel Applications Suite Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Mitel Applications Suite
8.5

Usability

CloudTalk
9.1
Mitel Applications Suite

Support Rating

CloudTalk
7.8
Mitel Applications Suite
8.8

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